Customer Service Intermediate

Build upon your knowledge of customer service and explore more advanced techniques for effective communication.

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Course details

Course duration:

4 hours (4 weeks course access)

Method of Study

Online, flexible

Register for Course

New users will need to create a free account and fill in a short form on FETCH, Ireland's Further Education and Training Hub.

This course accepts continuous enrolments, so once registered, you can begin learning immediately.

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Description

This course expands on foundational customer service skills, introducing more complex scenarios and advanced techniques for effective communication. Learners will explore essential strategies for managing difficult interactions, addressing upset customers, and incorporating feedback into service improvements. The course emphasizes cultural sensitivity to better serve a diverse customer base.

Learning Outcomes

By completing this course you will be able to:

 

  • Handle complex customer interactions and resolve conflicts efficiently.
  • Employ techniques for actively soliciting and effectively responding to customer feedback to improve service quality.
  • Understand and apply principles of cultural sensitivity to provide inclusive and respectful customer service.

 

Once you have completed the course, you will also receive a Certificate of Completion from Knowledge Train, the learning provider for this course.

How it Works

Who can take this course?

This course is available to all adults over the age of 18 resident in the Republic of Ireland.

How do I sign up?

You can sign up for this course by visiting FETCH, Irelands Further Education and Training Hub. You will have to register for an account before you can begin the course.

How long does the course last?

This course has four hours of course content. You have 4 weeks in which to complete this course at your own pace.

Who is the provider for this course?

The provider for this course is Knowledge Train, and your learning will be delivered through the eCollege online learning environment. When you complete your application you will receive an email with your access details. If you need to get in touch with the provider of this course, you can reach out to Knowledge Train directly at ecollege@knowledgetrain.co.uk 

Does the course have prerequisites? 

This course has no prior knowledge requirements and is suitable for anyone interested in developing skills in customer service.

Does this course have tutor support?

No, this course is entirely self-directed though technical support is available should you require it.

What is the exam like on this course?

This course does not have a formal exam at the end of the course, however you will be provided with a Certificate of Completion upon your successful completion of all course content.

Do I need specific hardware or software?

You will require access to a PC or laptop running a supported version of Microsoft Windows (the most recent version is Windows 11) or MacOS (the most recent version is Sonoma).

No specific software is required for this course.